Service Performance Manager Glasgow   £Excellent Salary and Benefits

Service Performance Manager

Based in Glasgow

Excellent Salary and Benefits

Our client based in Glasgow has an exciting opportunity for a Service Performance Manager to join their organisation.

Job Purpose:

 To facilitate the achievement of service performance measures within the Service Delivery directorate by ensuring service performance is tracked and monitored, corrective action is defined and implemented on failing measures, and resource is aligned across the directorate to support this achievement.

 The role also involves the line management of the Service Support Manager and responsibility for defining the activities of the Service Support Team.

Key Responsibilities:

 Lead the Service Performance Group by ensuring its activities support the achievement of the performance measures defined within Service Delivery.

Implement a framework for tracking service performance against defined measures and reporting achievement to key stakeholders.

Work with operational business teams to identify service performance measure failures and corrective action plans.

Manage the activities of the Service Support team to support the achievement of service performance measures.

Define and implement a resource planning framework within Service Delivery and align this framework with Service Delivery activities to support service performance achievement.

Undertake capacity planning activities across all areas of Service Delivery.

 Work with operational business teams to optimise resource allocation in line with planned capacity.

Liaise with all areas within Finance and Operations to ensure service performance measuring, management and reporting is aligned across all areas.

Knowledge, Skills and Experience:

 Extensive experience in resource planning within a customer service environment.

Experience of utilising WFM products such as QMax, Teleopti or Avaya.

Good organisation and planning skills with the ability to prioritise a demanding workload and resources to meet deadlines.

 Good communication and interpersonal skills including a proven ability to build relationships with and confidence of stakeholders at all levels.

Skill in working with groups to build consensus and resolve conflict.

Attention to detail and with the ability to ensure high quality and consistency of output.

 Well motivated, proactive and enthusiastic individual who is able to work on their own initiative with the ability to meet strict deadlines.

Competent level use of Microsoft Office Suite; Word, Excel, PowerPoint, Visio and Project.

If you are confident that you have the relevant skills and experience for this role the please send a copy of your CV to suzanne@suzannepatersonconsulting.co.uk

Closing Date:     12-Jul-2012

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